Contact Professional Contributors
Rhonda C. Proctor
| Article | January 1, 2005
Management Lessons You Can Use Editor’s Note: Usually CP’s Book Reviewer, Dan Coen, bylines this segment. In this case, I wanted to write it because the selected book in this...more >> | |
| Article | November 1, 2004
The CRM Champion: Where Did This Person Go? It wasn’t too long ago that CRM, or Customer Relationship Management, meant big talk and big money in contact centers across the globe. Everyone...more >> | |
| Article | November 1, 2004
How a Formal Ergonomics Program Can Reduce Costs and Absenteeism Most experts would agree that absenteeism, schedule adherence and cost containment are three of the key issues faced by every contact center manager....more >> | |
| Article | July 1, 2004
Banking on an LMS Boosts Value In an enterprise-wide leadership initiative to revamp its technology applications to better serve employees and customers, Pittsburgh-based PNC Bank,...more >> | |
| Article | July 1, 2004
Six Sigma Makes Its Way to the Contact Center In contact centers there have been so many quality initiatives come and go that it’s sometimes like watching the revolving door at a major...more >> | |
| Article | May 1, 2004
Trade Associations Here and Now! When people think about an industry trade association, many immediately think about a group of like-minded professionals that come together to...more >> | |
| Article | March 1, 2004
Have You Given Fair WARNing For Closings and Layoffs? Although the U.S. economic recovery is well under way, and there is substantive evidence that our economy is not only recovering, but also growing,...more >> | |
| Article | September 1, 2003
Listen to the Calling – For Community Service It’s been almost two years since President Bush publicly encouraged every American to more actively participate in volunteerism. At Sprint, this...more >> | |
| Article | March 1, 2003
Extending the Brand to Include the Call Center All you have to do is walk casually through your local superstore to see that marketers and advertisers have been building successful brands for the...more >> | |
| Article | January 1, 2003
Display Boards As readerboard systems become more sophisticated and provide more integration with call center tools beyond the ACD, one of the emerging trends is to...more >> | |
